I bought a ticket for my son to attend the August 10/19 Iron Maiden concert in Toronto. The confirmation from Ticketmaster stated that there would be a delivery delay on the tickets but once that was lifted "your tickets will become available via your selected delivery method." My selected delivery method, as Ticketmaster well knows, has always been to print out at home. (And as recently as the Yes concert held at the same venue June 24/19).
On July 31/19 I received an e-mail from Ticketmaster advising that the concert would be mobile entry only. My son does not have a mobile phone so I e-mailed Ticketmaster asking them to provide a solution. The e-mail was ignored - aside from the normal robotic response telling me, firstly in French (!) and secondly in English, what a valuable customer I amthat they would be happy to assist me and that I should get a response within 24 hours. After 7 days of patiently waiting for a reply, and with the show just two days away, I phoned Ticketmaster Canada and spoke to their managing director. He was unaware that the event was mobile entry only but immediately arranged for somebody from their customer service office to phone me.
Only thing was that the individual was calling from Charleston, Virginia and demonstrated neither empathy nor interest in providing a solution. His attitude could best be summed up as "That's the way it is. Too bad."
For all of this non-service, Ticketmaster added the obscene mark-up of 37% to the ticket price!
So back to the Managing Director to ask that somebody actually living in the city where the concert was being held get involved. His efficient executive assistant solved the problem by arranging for my son to pick up a ticket at the box office.
Here is the learning: Ticketmaster Canada does not have any customer service department in Canada. So if you have a problem that needs to be sorted out you need to go to the top. Trevor Allin is the Managing Director for Canada, based in Toronto. His e-mail is *******@ticketmaster.com. His office number is *******360. His mobile phone number is *******607. Patti Anne Tarlton is the Chairman of Ticketmaster Canada. You can reach her through the head office number *******200.